Customer self-help control system for contact centers

ABSTRACT

A computer system is described that is configured to enable customers of an organization to self-monitor account activity and modify account access settings via a contact center of the organization. The contact center control system is configured to provide an interactive call history associated with the customer&#39;s accounts with the organization. Using the call history, the customer may perform self-monitoring of calls into the contact center that access the customer&#39;s accounts, and notify the organization if any of the calls appear suspicious. The contact center control system is configured provide a user interface through which the customer may modify account access settings including changing which types of authentication methods are enabled to access the customer&#39;s accounts, and blocking account access by callers from certain phone numbers. The contact center control system may allow the customer to turn off all access to the customer&#39;s accounts via the contact center.

This application is a continuation of U.S. application Ser. No.16/000,453, filed Jun. 5, 2018, the entire content of which isincorporated herein by reference.

TECHNICAL FIELD

The disclosure relates to computer systems, and more specifically,user-based controls of computer systems.

BACKGROUND

A contact center is a facility configured to handle incoming voice callsfrom customers or potential customers of a business or organization. Onefunction of the contact center is to handle customer service inquiriesfocused on customer accounts with the organization, i.e., servicingexisting accounts and opening new accounts. Although many customerservice inquiries can be handled through online interactions (e.g., viawebsites, email, or mobile applications), for some organization, acontact center may be regarded as necessary. Customers of banks, forexample, may prefer to speak to a live person when resolving serviceissues. A contact center may include one or more interactive voiceresponse (IVR) systems and one or more agent desktop systems used by anumber of human agents that are representatives of the business. The IVRsystems and agent desktop systems may be considered front-end systems ofthe contact center with which the customers directly interact to resolvetheir service inquiries. In addition to the front-end systems, thecontact center may also include or interact with multiple back-endsystems to access information about the organization or about existingcustomers of the organization in order to properly service a customer'svoice call.

SUMMARY

In general, this disclosure describes a computer system configured toenable customers of an organization to self-monitor account activity andmodify account access settings for a contact center of the organization.The contact center control system is configured to provide aninteractive call history associated with the customer and the customer'saccounts with the organization. Using the call history, the customer mayperform self-monitoring of calls into the contact center that access thecustomer's accounts, and notify the organization if any of the callsappear suspicious or are unfamiliar. In addition, the contact centercontrol system is configured to provide a user interface through whichthe customer may modify account access settings including changing whichtypes of authentication methods are enabled to access the customer'saccount, and blocking account access by callers from certain phonenumbers. In some cases, the contact center control system may allow thecustomer to turn off all access to one or more of the customer'saccounts via the contact center.

In one example, the techniques of this disclosure are directed to acomputer-implemented method comprising: generating, by a computingsystem, a call history for a customer of an organization, wherein thecall history includes one or more calls into a contact center of theorganization that are associated with an account of the customer at theorganization; sending, by the computing system, data representative ofthe call history to a user device of the customer; receiving, by thecomputing system and from the user device in response to the datarepresentative of the call history, data representative of changes toaccount access settings that define restrictions on accessing theaccount of the customer via the contact center; and providing, by thecomputing system and to one or more front-end systems within the contactcenter, the account access settings for the account of the customer foruse in determining whether to allow subsequent calls into the contactcenter to access the account of the customer.

In another example, the techniques of this disclosure are direct to acomputing system comprising one or more storage units configured tostore a plurality of account access settings for a contact center of anorganization, and one or more processors in communication with thestorage units. The one or more processors are configured to: generate acall history for a customer of the organization, wherein the callhistory includes one or more calls into the contact center of theorganization that are associated with an account of the customer at theorganization; send data representative of the call history to a userdevice of the customer; receive, from the user device in response to thedata representative of the call history, data representative of changesto account access settings that define restrictions on accessing theaccount of the customer via the contact center; and provide, to one ormore front-end systems within the contact center, the account accesssettings for the account of the customer for use in determining whetherto allow subsequent calls into the contact center to access the accountof the customer.

In a further example, the techniques of this disclosure are directed toa non-transitory computer readable medium including instructions thatwhen executed cause one or more processors to: generate, by a computingsystem, a call history for a customer of an organization, wherein thecall history includes one or more calls into a contact center of theorganization that are associated with an account of the customer at theorganization; send, by the computing system, data representative of thecall history to a user device of the customer; receive, by the computingsystem and from the user device in response to the data representativeof the call history, data representative of changes to account accesssettings that define restrictions on accessing the account of thecustomer via the contact center; and provide, by the computing systemand to one or more front-end systems within the contact center, theaccount access settings for the account of the customer for use indetermining whether to allow subsequent calls into the contact center toaccess the account of the customer.

The details of one or more examples of the disclosure are set forth inthe accompanying drawings and the description below. Other features,objects, and advantages of the disclosure will be apparent from thedescription and drawings, and from the claims.

BRIEF DESCRIPTION OF DRAWINGS

FIG. 1 is a block diagram illustrating an example contact center thatincludes a contact center control system configured to enable customersto modify account access settings for the contact center, in accordancewith the techniques of this disclosure.

FIG. 2 is a block diagram illustrating an example of a contact centercontrol system within a contact center, in accordance with thetechniques of this disclosure.

FIG. 3 is a block diagram illustrating an example of an event log systemwithin a contact center, in accordance with the techniques of thisdisclosure.

FIG. 4 is a conceptual diagram illustrating an example user interfaceused to present an interactive call history provided by a contact centercontrol system, in accordance with the techniques of this disclosure.

FIG. 5 is a conceptual diagram illustrating an example user interfaceused to present account access settings provided by a contact centercontrol system, in accordance with the techniques of this disclosure.

FIG. 6 is a flowchart illustrating an example operation of a computingdevice of a contact center control system providing an interactive callhistory and a user interface to customers, in accordance with thetechniques of this disclosure.

DETAILED DESCRIPTION

FIG. 1 is a block diagram illustrating an example contact center 12within a network 10 that includes a contact center control system 18configured to enable customers to modify account access settings forcontact center 12, in accordance with the techniques of this disclosure.As illustrated in FIG. 1, network 10 includes one or more user devices16A-16N (collectively “user devices 16”) in communication with contactcenter 12 via a telecommunications network 14.

Contact center 12 is a facility configured to handle incoming voicecalls from user devices 16 operated by users that may be customers ornon-customers of a business or organization. In some cases, contactcenter 12 may be referred to as a call center. Contact center 12includes several disparate computing systems configured to handlecustomer service inquiries focused on customer accounts with theorganization, i.e., servicing existing accounts and opening newaccounts. In some examples described in this disclosure, contact center12 may be a contact center of a bank or other financial institution.Contact center 12 may be especially useful for those customers thatprefer to speak to a live person when resolving service issues or thatfeel more comfortable sharing personal information over a voice channelthan an online channel (e.g., website, email, or mobile application).Contact center 12 may also provide certain services that may not beavailable via online channels, such as opening new accounts with theorganization.

User devices 16 may be any suitable communication or computing device,such as a conventional or landline phone, or a mobile, non-mobile,wearable, and/or non-wearable computing device capable of communicatingover telecom network 14. One or more of user devices 16 may supportcommunication services over packet-switched networks, e.g., the publicInternet, including Voice over Internet Protocol (VOIP). One or more ofuser device 16 may also support communication services overcircuit-switched networks, e.g., the public switched telephone network(PSTN).

Each of user devices 16 is operated by a user (i.e., the caller) thatmay be a customer or a non-customer of the organization that providescontact center 12. In the case of a business or corporate customer, theuser may be a representative of the business or corporate customer. Insome examples, the user may be a non-human robo-caller utilized by afraudster or bad actor. In general, each of user devices 16 mayrepresent a landline phone, a conventional mobile phone, a smart phone,a tablet computer, a computerized watch, a computerized glove or gloves,a personal digital assistant, a virtual assistant, a gaming system, amedia player, an e-book reader, a television or television platform, abicycle, automobile, or navigation, information and/or entertainmentsystem for a bicycle, automobile or other vehicle, a laptop or notebookcomputer, a desktop computer, or any other type of wearable,non-wearable, mobile, or non-mobile computing device that may performoperations in accordance with one or more aspects of the presentdisclosure. Although not shown in FIG. 1, one or more of user devices 16may be associated with a display device, e.g., either integrated withinthe user device or in communication with the user device, on which topresent a user interface.

Telecom network 14 may be a computer network (e.g., a wide area network(WAN), such as the Internet, a local area network (LAN), or a virtualprivate network (VPN)), a telephone network (e.g., the PSTN or awireless network), or another wired or wireless communication network.Although illustrated as a single entity, telecom network 14 may comprisea combination of multiple networks.

Contact center 12 may comprise a centralized or distributed network ofthe disparate computing systems made up of interconnected desktopcomputers, laptops, workstations, wireless devices, network-readyappliances, file servers, print servers, or other computing devices. Forexample, contact center 12 may comprise one or more data centersincluding a plurality of servers configured to provide account servicesinterconnected with a plurality of databases and other storagefacilities in which customer credentials, customer profiles, andcustomer accounts are stored. Contact center 12 may include both“front-end systems” with which the customers or non-customers of theorganization directly interact to resolve service inquiries, and“back-end systems” in which information about contact center 12, theorganization, or existing customers of the organization is maintained.

In the example of FIG. 1, contact center 12 includes one or moreinteractive voice response (IVR) systems 22, one or more agent desktopsystems 24 used by a number of human agents that are representatives ofthe organization, and a customer relationship management (CRM) system 26as “front-end systems.” In this example, the front-end systems may beused by the organization to interact with its customers to resolve thecustomers' service inquiries. Contact center 12 also includes contactcenter control system 18, a call routing system 20, and an event logsystem 28 as “back-end systems.” In this example, the back-end systemsmay be tools used by the organization to facilitate the functions ofcontact center 12, including collecting, storing, and maintaining dataused by contact center 12. In addition, contact center 12 interacts withfraud detection system 17 as another “back-end system,” which may beincluded in contact center 12 itself or may be administered by athird-party network (not shown). The architecture of contact center 12illustrated in FIG. 1 is shown for exemplary purposes only and shouldnot be limited to this architecture. In other examples, contact center12 may include more, fewer, or different computing systems configured tohandle customer service inquiries.

In the example of FIG. 1, one of user devices 16, e.g., user device 16A,may initiate a call to contact center 12 in response to input from auser of user device 16A. User device 16A outputs a signal over telecomnetwork 14. Fraud detection system 17 may operate as a gateway tocontact center 12 by providing an initial determination of whether aninbound call is fraudulent. For example, fraud detection system 17 maycompare markers, e.g., phoneprints or voiceprints, for the inbound callto known fraudsters, and provide risk information to contact center 12.In some examples, fraud detection system 17 may be implemented usingfraud detection solutions for call centers available through Pindrop®.Fraud detection system 17 may provide a risk score or other indicationof potentially fraudulent intent for each inbound call to contact center12.

Call routing system 20 receives the inbound call from telecom network 14and determines whether to route the inbound call to one of IVR systems22 or one of agent desktop systems 24. Call routing system 20 may routecalls to one of a number of destinations, including to IVR systems 22,agent desktop systems 24, or to other devices, users, or systems. Insome examples, call routing system 20 may be implemented using callrouting solutions available through Genesys TelecommunicationsLaboratories. In an example where user device 16A requests to speak witha human agent or selects a service that can only be performed by a humanagent, call routing system 20 routes the call to one of agent desktopsystems 24, thereby enabling a user of user device 16A and a human agentat the one of agent desktop systems 24 to engage in a voicecommunication session. In an example where user device 16A selects aservice for which an IVR program is available, call routing system 20routes the call to the appropriate one of IVR systems 22, therebyenabling the user of user device 16A to interact with the IVR program.

Authentication of the user operating user device 16A may be performed byeither an authentication IVR program provided by one of IVR systems 22or any of the human agents at agent desktop systems 24. As one example,the one of IVR systems 22 may issue authentication challenges to theuser of user device 16A during the call, store the responses receivedfrom the user via user device 16A, and, based on the responses, make adetermination about whether the user of user device 16A is authenticatedor issue additional authentication challenges. As an alternativeexample, a human agent at one of agent desktop systems 24 may issueauthentication challenges to the user of user device 16A during thevoice communication session and, upon hearing the response of the userof user device 16A, the human agent may make a determination aboutwhether the user of user device 16A is authenticated or issue additionalauthentication challenges. In either example, the authenticationdetermination may be based on customer credentials accessible from CRMsystem 26 and/or contact center control system 18.

Once the user of user device 16A is authenticated as a customer of theorganization, one or more of IVR systems 22 and/or the human agents atagent desktop systems 24 may process account service inquiries receivedfrom the customer via user device 16A. In the example of a bank or otherfinancial institution, the account service inquiries may include accountbalance inquiries, most recent transaction inquiries, money transfers,opening or closing accounts, updating or resetting security credentials,changing or rebalancing investment funds, and the like. IVR systems 22and the human agents at agent desktop systems 24 may process the accountservice inquiries by accessing customer accounts and/or accessingcustomer profiles via CRM system 26.

Event log system 28 may be configured to generate an entry in acentralized event log for each voice call into contact center 12. Eventlog system 28 is configured to gather and store data for the call fromacross the plurality of disparate systems used by contact center 12 toservice the call. For example, event log system 28 may gather call dataassociated with actions performed during the call from the front-endsystems within contact center 12, e.g., IVR systems 22, agent desktopsystems 24, and CRM system 26. Event log system 28 may also gathercontext data associated with origins of the call from the back-endsystems of contact center 12, e.g., fraud detection system 17 and callrouting system 20. Event log system 28 may be configured to include boththe call data and the context data in the call entry in the centralizedevent log, and to correlate the call entry with previous call entriesfor the same user to provide historical call data. Event log system 28may gather the call data and the context data by requesting the data viaapplication programming interfaces (APIs) for the disparate systemsand/or by receiving the data via event log software plugins installed inthe disparate systems.

In some examples, the call entry for the incoming call and any of thecorrelated call entries within the centralized event log may beaccessible by IVR systems 22, agent desktop systems 24, or any otherfront-end system for use in determining how to handle the call, e.g.,whether to continue the call as usual, or otherwise route or end thecall in the case of a potential fraud determination. In some otherexamples, event log system 28 itself may analyze the data in the callentry along with the correlated call entries within the centralizedevent log to determine a fraud risk score of the call for use by thefront-end system in making a fraud determination.

As described above, contact center 12 includes several systemsconfigured to monitor the calls into contact center 12, predict whethereach of the calls comprises a potentially fraudulent access to acustomer account via contact center 12, and respond appropriately. Fraudprevention systems implemented by contact center 12, however, may berelatively conservative with respect to applying interdiction schemes orcompletely blocking suspicious calls for fear of obstructing legitimatecustomers from accessing their accounts with the organization viacontact center 12. In order to improve fraud prevention within contactcenter 12, it may be beneficial to provide some means by which thecustomers self-monitor the calls and account activity associated withtheir accounts via contact center 12. The customers may be better ableto identify potentially fraudulent accesses than the organizationbecause the customers likely know at least some details of thelegitimate calls they have recently placed into contact center 12 and,thus, can more easily identify illegitimate calls.

According to the techniques described in this disclosure, contact centercontrol system 18 is configured to enable customers of the organizationto self-monitor account activity that occurs via contact center 12 and,in response, modify account access settings for contact center 12. As afirst aspect of the disclosed techniques, contact center control system12 is configured to provide a call history associated with a givencustomer and one or more of the customer's accounts with theorganization. More specifically, contact center control system 18generates the call history including one or more calls into contactcenter 12 that are associated with the one or more accounts of thecustomer. Each entry in the call history may represent a single callinto contact center 12 and may include some, but not all, of the calldata and the context data included in a corresponding entry for the callin the centralized event log generated by event log system 28. Forexample, the data included in the call history may be defined as accessinformation indicating how each of the one or more calls accessed theaccount of the customer via contact center 12.

Contact center control system 18 then sends data representative of thecall history to a user device of the customer, e.g., one of user devices16. In this way, based on the call history, the customer may performself-monitoring of the calls into contact center 12 that accessed thecustomer's accounts, and notify the organization if any of the callsappear suspicious or are unfamiliar. For example, in response to thedata representative of the call history, contact center control system18 may receive an indication from the user device of the customer thatat least one of the calls included in the call history comprises apotentially fraudulent access to the account of the customer. Inresponse to the indication of the potentially fraudulent access, contactcenter control system 18 may report the indicated calls to the fraudprevention system of contact center 12.

As a second aspect of the disclosed techniques, contact center controlsystem 18 is configured to enable modification of account accesssettings that define restrictions on accessing the accounts of thecustomer via contact center 12. More specifically, contact centercontrol system 18 may send, to the user device of the customer, datarepresentative of a user interface used to present and receive changesto the account access settings for the accounts of the customer. In thisway, via the user interface, the customer may modify their accountaccess settings, including changing which types of authenticationmethods are enabled to access the customer's accounts via contact center12 and, in some cases, turning off all access to one or more of thecustomer's accounts via contact center 12. The account access settingsmay be linked or associated with customer credentials stored in CRMsystem 26 for the accounts of the customer.

Any changes made to the account access settings for the customer'saccounts may be applied to subsequent calls into contact center 12attempting to access the accounts of the customer. As described above,authentication of a user may be performed by either an authenticationIVR program provided by one of IVR systems 22 or any of the human agentsat agent desktop systems 24 based on customer credentials accessiblefrom CRM system 26 and/or contact center control system 18. Morespecifically, contact center control system 18 may provide accountaccess settings for an account of a customer to the one of the front-endsystems, e.g., IVR systems 22, agent desktop systems 24, or CRM system26, for use in determining whether to allow a subsequent call intocontact center 12 to gain access to the account of the customer. Forexample, if the subsequent call is attempting to gain access to theaccount of the customer using an authentication method that has beendisabled in the account access settings for the account of the customer,then the front-end system will deny the access attempt even if thecredentials received for the disabled authentication method are correct.

FIG. 2 is a block diagram illustrating an example of a contact centercontrol system 30 within a contact center, in accordance with thetechniques of this disclosure. Contact center control system 30 of FIG.2 may be described as an example implementation of contact centercontrol system 18 within contact center 12 of FIG. 1. One or moreaspects of contact center control system 30 of FIG. 2 may be describedwithin the context of contact center 12 of FIG. 1.

Contact center control system 30 is configured to enable customers of anorganization to self-monitor account activity and modify account accesssettings for contact center 12 of the organization. The architecture ofcontact center control system 30 illustrated in FIG. 2 is shown forexemplary purposes only. Contact center control system 30 should not belimited to the illustrated example architecture. In other examples,contact center control system 30 may be configured in a variety of ways.

Contact center control system 30 may be implemented as any suitablecomputing system, such as one or more server computers, workstations,mainframes, appliances, cloud computing systems, and/or other computingsystems that may be capable of performing operations and/or functionsdescribed in accordance with one or more aspects of the presentdisclosure. In some examples, contact center control system 30represents a cloud computing system, server farm, and/or server cluster(or portion thereof) that provides services to client devices and otherdevices or systems. In other examples, contact center control system 30may represent or be implemented through one or more virtualized computeinstances (e.g., virtual machines, containers) of a data center, cloudcomputing system, server farm, and/or server cluster.

As shown in the example of FIG. 2, contact center control system 30includes one or more processors 32, one or more interfaces 34, one ormore storage units 36. Contact center control system 30 also includescontrol unit 38, which may be implemented as program instructions and/ordata stored in storage units 36 and executable by processors 32 orimplemented as one or more hardware units or devices of contact centercontrol system 30. Storage units 36 of contact center control system 30may also store an operating system (not shown) executable by processors32 to control the operation of components of contact center controlsystem 30. The components, units or modules of contact center controlsystem 30 are coupled (physically, communicatively, and/or operatively)using communication channels for inter-component communications. In someexamples, the communication channels may include a system bus, a networkconnection, an inter-process communication data structure, or any othermethod for communicating data.

Processors 32, in one example, may comprise one or more processors thatare configured to implement functionality and/or process instructionsfor execution within event log system 30. For example, processors 32 maybe capable of processing instructions stored by storage units 36.Processors 32 may include, for example, microprocessors, digital signalprocessors (DSPs), application specific integrated circuits (ASICs),field-programmable gate array (FPGAs), or equivalent discrete orintegrated logic circuitry, or a combination of any of the foregoingdevices or circuitry.

Storage units 36 may be configured to store information within contactcenter control system 30 during operation. Storage units 36 may includea computer-readable storage medium or computer-readable storage device.In some examples, storage units 36 include one or more of a short-termmemory or a long-term memory. Storage units 36 may include, for example,random access memories (RAM), dynamic random access memories (DRAM),static random access memories (SRAM), magnetic discs, optical discs,flash memories, or forms of electrically programmable memories (EPROM)or electrically erasable and programmable memories (EEPROM). In someexamples, storage units 36 are used to store program instructions forexecution by processors 32. Storage units 36 may be used by software orapplications running on contact center control system 30 (e.g., controlunit 38) to temporarily store information during program execution.

Contact center control system 30 may utilize interfaces 34 tocommunicate with external systems via one or more networks, e.g.,contact center 12 of FIG. 1. Interfaces 34 may be network interfaces(such as Ethernet interfaces, optical transceivers, radio frequency (RF)transceivers, Wi-Fi or Bluetooth radios, or the like), telephonyinterfaces, or any other type of devices that can send and receiveinformation. In some examples, contact center control system 30 utilizesinterfaces 34 to wirelessly communicate with external systems, e.g., CRMsystem 26 and event log system 28 of contact center 12 from FIG. 1.

In the illustrated example of FIG. 2, control unit 38 includes anapplication programming interface (API) 40, a user interface (UI) unit42, a call history unit 44, and customer account access settings 46. Inaccordance with the disclosed techniques, control unit 38 is configuredto facilitate customer self-help with respect to security monitoring andaccount access settings for contact center 12.

Contact center control system 30 receives event log data for contactcenter 12 from event log system 28. Contact center control system 30 mayreceive the event log data via interfaces 34 or API 40, and forward theevent log data to call history unit 44 of control unit 38. For example,API 40 may be configured to “pull” the event log data from thecentralized event log maintained by event log system 28 using definedrequest and response messages with APIs for event log system 28.Although illustrated in FIG. 2 as including a single API, in otherexamples, contact center control system 30 may include a plurality ofAPIs.

Call history unit 44 of control unit 38 is configured to generate a callhistory for a given customer that includes one or more calls intocontact center 12 that are associated with an account of the customer.Call history unit 44 may generate the call history based on the receivedevent log data of the one or more calls included in correspondingentries of the centralized event log maintained by event log system 28.In some examples, call history unit 44 may generate the call history forthe given customer as a stripped-down version of the correspondingentries of the centralized event log. The generation and maintenance ofthe centralized event log is described in more detail below with respectto FIG. 3.

In general, the data included in the call history may be defined asaccess information indicating how each of the one or more calls accessedthe account of the customer via contact center 12. In one example, callentry unit 44 may generate each entry in the call history for the givencustomer to include the date and time at which the call was placed intocontext center 12, a phone number from which the call was placed (i.e.,the Automatic Number Identification (ANI) for the caller), an accounttype or number of the customer, an authentication method used to accessthe identified account, and one or more actions performed during thecall. In other examples, the call history may include more, fewer, ordifferent types of data associated with each of the calls into contactcenter 12 requesting access to the customer's account.

Control unit 38 then sends data representative of the call history to auser device, e.g., one of user devices 16 from FIG. 1, of the customervia interfaces 34. In one example, UI unit 42 sends data representativeof a user interface used to present an interactive version of the callhistory to the user device of the customer via interfaces 34. Controlunit 38 may send a notification that includes the data representative ofthe call history to the user device of the customer on a periodic basis,e.g., once per week, once per month, or the like. In one scenario, thenotification may be in the form of an email, text, or othercommunication that includes a link to the organization's website throughwhich the customer may login and view the call history. In anotherscenario, the notification may be embedded within an application, suchas a mobile banking application, running on the customer's user devicein the form of a push notification or an in-app reminder that appearsupon opening the application. In this scenario, the customer may be ableto login and view the call history directly in the application. The callhistory notification settings may be configurable by the customer viathe customer account access settings 46.

Based on the call history, the customer may perform self-monitoring andnotify the organization if any of the calls appear suspicious or areunfamiliar. For example, the customer may recognize the legitimate callsthat they recently placed into contact center 12 and also identifyillegitimate calls based on unfamiliar ANIs that are not phone numbersused by the customer, odd times and dates of the calls at which thecustomer does not remember placing a legitimate call, and/or requestedactions during the calls that the customer does not remember requesting.In some examples, the interactive version of the call history mayinclude a report button for each of the one or more call entries suchthat the customer may select the report button to indicate that a givencall comprises a potentially fraudulent access to the account of thecustomer. In some examples, control unit 38 may be configured to receivethe reports of suspicious calls from the user device of the customer,and, in turn, send the reports to a fraud prevention system of theorganization.

In addition, control unit 38 may enable modification of customer accountaccess settings 46 by the customer. In general, customer account accesssettings 46 comprise customizable settings for each account of thecustomer with the organization that define restrictions on accessing theaccount of the customer via contact center 12. For example, customeraccount access settings 46 for a given account of the customer mayinclude a status (e.g., enabled or disabled) of each of a plurality ofdifferent types of authentication methods to access the given accountvia contact center 12. Customer account access settings 46 for the givenaccount may include a switch by which the customer may requiretwo-factor authentication to access the given account via contact center12. In addition, customer account access settings 46 for the givenaccount may include a white list of approved phone numbers for callsinto contact center 12 attempting to access the given account, and ablack list of blocked phone numbers for calls into contact center 12attempting to access the given account. Moreover, customer accountaccess settings 46 may include a “master switch” by which the customermay turning off or disable all access to the given account of thecustomer via contact center 12. Customer account access settings 46 mayalso include configurable call history notification settings that definethe means and the frequency by which control unit 38 should send thecall history notifications to the user device of the customer.

Based on the call history, control unit 38 may receive datarepresentative of changes to customer account access settings 46 fromthe user device of the customer. Prior to receiving the changes tocustomer account access settings 46, control unit 38 may receive arequest from the user device of the customer to review customer accountaccess settings 46 for the account of the customer. This request may beprompted by the customer's review of the call history and identificationof one or more suspicious calls attempting to access the customer'saccount via contact center 12 using the same type of authenticationmethod, e.g., the last four digits of the customer's social securitynumber (SSN-4). The customer may request to review customer accountaccess settings 46 in order to disable the SSN-4 authentication methodfor the account. In one example, the interactive version of the callhistory may include call entries in which portions of the accessinformation are linked to customer account access settings 46 for theaccount of the customer. In this example, the received request to reviewcustomer account access settings 46 may comprise the selection of thelinked authentication method used by one of the calls included in theinteractive call history.

In response to the request, UI unit 42 may send data representative of auser interface used to present and receive the changes to customeraccount access settings 46 for the account of the customer to the userdevice of the customer via interfaces 34. Through the user interface,the customer may modify customer account access settings 46 for thegiven account of the customer. For example, the customer may disablecertain types of authentication methods, e.g., SSN-4, previously used togain access to the given account of the customer via contact center 12.

Control unit 38 is further configured to provide customer account accesssettings 46 for the given account of the customer to one or morefront-end systems within contact center 12 for use in determiningwhether to allow subsequent calls into contact center 12 to access thegiven account. In some examples, control unit 38 may be configuredupdate the customer credentials stored in CRM system 26 for the givenaccount of the customer based on the changes to customer account accesssettings 46. In this way, the front-end systems, e.g., IVR systems 22 oragent desktop systems 24, performing authentication of the subsequentcalls into contact center 12 based on the customer credentialsaccessible from CRM system 26 may apply the appropriate restrictions onaccessing the given account of the customer via contact center 12. Inother examples, control unit 38 may be configured to provide customeraccount access settings 46 for the given account of the customer to thefront-end systems in response to requests from the front-end systems tolookup customer account access settings 46 for the given account.

FIG. 3 is a block diagram illustrating an example of an event log system50 within a contact center, in accordance with the techniques of thisdisclosure. Event log system 50 of FIG. 3 may be described as an exampleimplementation of event log system 28 within contact center 12 ofFIG. 1. One or more aspects of event log system 50 of FIG. 3 may bedescribed within the context of contact center 12 of FIG. 1.

Event log system 50 is configured to collect data for each call intocontact center 12 from multiple disparate systems within contact center12, and create an entry in a centralized event log 64 in which to storethe data. In this way, the pertinent data for the call is stored in acentralized location and accessible by contact center control system 30for use in generating interactive call histories for customer review.The architecture of event log system 50 illustrated in FIG. 3 is shownfor exemplary purposes only. Event log system 50 should not be limitedto the illustrated example architecture. In other examples, event logsystem 50 may be configured in a variety of ways.

Event log system 50 may be implemented as any suitable computing system,such as one or more server computers, workstations, mainframes,appliances, cloud computing systems, and/or other computing systems thatmay be capable of performing operations and/or functions described inaccordance with one or more aspects of the present disclosure. In someexamples, event log system 40 represents a cloud computing system,server farm, and/or server cluster (or portion thereof) that providesservices to client devices and other devices or systems. In otherexamples, event log system 50 may represent or be implemented throughone or more virtualized compute instances (e.g., virtual machines,containers) of a data center, cloud computing system, server farm,and/or server cluster.

As shown in the example of FIG. 3, event log system 50 includes one ormore processors 52, one or more interfaces 54, one or more storage units56. Event log system 50 also includes event log unit 58, which may beimplemented as program instructions and/or data stored in storage units56 and executable by processors 52 or implemented as one or morehardware units or devices of event log system 50. Storage units 56 ofevent log system 50 may also store an operating system (not shown)executable by processors 52 to control the operation of components ofevent log system 50. The components, units or modules of event logsystem 50 are coupled (physically, communicatively, and/or operatively)using communication channels for inter-component communications. In someexamples, the communication channels may include a system bus, a networkconnection, an inter-process communication data structure, or any othermethod for communicating data.

Processors 52, in one example, may comprise one or more processors thatare configured to implement functionality and/or process instructionsfor execution within event log system 50. For example, processors 52 maybe capable of processing instructions stored by storage units 56.Processors 52 may include, for example, microprocessors, DSPs, ASICs,FPGAs, or equivalent discrete or integrated logic circuitry, or acombination of any of the foregoing devices or circuitry.

Storage units 56 may be configured to store information within event logsystem 50 during operation. Storage units 56 may include acomputer-readable storage medium or computer-readable storage device. Insome examples, storage units 56 include one or more of a short-termmemory or a long-term memory. Storage units 56 may include, for example,RAM, DRAM, SRAM, magnetic discs, optical discs, flash memories, or formsof EPROM or EEPROM. In some examples, storage units 56 are used to storeprogram instructions for execution by processors 52. Storage units 56may be used by software or applications running on event log system 50(e.g., event log unit 58) to temporarily store information duringprogram execution.

Event log system 50 may utilize interfaces 54 to communicate withexternal systems via one or more networks, e.g., contact center 12 ofFIG. 1. Interfaces 54 may be network interfaces (such as Ethernetinterfaces, optical transceivers, RF transceivers, Wi-Fi or Bluetoothradios, or the like), telephony interfaces, or any other type of devicesthat can send and receive information. In some examples, event logsystem 50 utilizes interfaces 54 to wirelessly communicate with externalsystems, e.g., fraud detection system 17, contact center control system18, call routing system 20, IVR systems 22, agent desktop systems 24, orCRM system 26 of contact center 12 from FIG. 1.

In the illustrated example of FIG. 3, event log unit 58 includes an API60, customer profiles 62, event log 64, and event log generation unit66. Event log unit 58 is configured to create centralized event log 64to capture, store, and share data associated with each call into acontact center, e.g., contact center 12 of FIG. 1. Although illustratedin FIG. 3 as being included in event log system 50, in other examples,event log 64 may be maintained externally in one or more of a pluralityof databases and other storage facilities accessible via contact center12. Although illustrated in FIG. 3 as including a single API 60, inother examples, event log system 50 may include a plurality of APIs topull the data from the plurality of disparate systems within contactcenter 12.

When a call enters contact center 12, event log system 50 may receive anotification of the inbound call from fraud detection system 17, callrouting system 20, or another computing device that performs at leastsome gateway functions for contact center 12. Such a notification may bereceived via interfaces 54 of event log system 50 and forwarded to eventlog generation unit 66 of event log unit 58. Event log generation unit66 creates an entry for the inbound call in centralized event log 64.

As the call progresses through contact center 12, e.g., entering one ofIVR systems 22 or entering a voice communication session with a humanagent at one of agent desktop systems 24, event log unit 58 updates andappends information to the call entry in centralized event log 64. Theinformation included in the call entry in centralized event log 64 atleast includes call data associated with actions performed during thecall and context data associated with origins of the call. Event logunit 58 may receive the different types of information for the call fromthe disparate systems in contact center 12 using different types of datacollectors, e.g., as “pushed” data fed to event log system 50 fromsoftware plug-ins installed on the disparate systems, and/or as “pulled”data requested and retrieved from the disparate system by event logsystem 50 via API 60.

For example, event log system 50 gathers call data associated withactions performed during the inbound call from the front-end systemswithin contact center 12. Event log system 50 may receive the call datavia interfaces 54 or API 60, and forward the call data to event loggeneration unit 66 of event log unit 58. Event log generation unit 66includes the received call data in the entry for the inbound call incentralized event log 64. The call data may include details regardingcaller authentication, customer account access, and/or customer accountservicing performed via IVR systems 22, agent desktop systems 24, CRMsystem 26, or other customer-facing systems included in contact center12. More specifically, the call data associated with authentication mayinclude an inbound Automatic Number Identification (ANI) for the caller,a customer account identified by the caller, and an authenticationmethod used by the caller. The call data associated with customeraccount access and/or customer account servicing may include a list ofactions performed by one or more IVR programs accessed by the caller, alist of actions performed by one or more human agents having voicecommunication sessions with the caller, and changes to the customer'saccount and/or security settings requested by the caller.

As a further example, event log system 50 gathers context dataassociated with origins of the inbound call from the back-end systemswithin contact center 12. Event log system 50 may receive the contextdata via interfaces 54 or API 60, and forward the context data to eventlog generation unit 66 of event log unit 58. Event log generation unit66 appends the context data to the call entry in centralized event log64. The context data may include details regarding fraud riskassessment, connection channel, and customer account identification forthe call determined or maintained by fraud detection system 17, callrouting system 20, or other systems included in contact center 12. Morespecifically, the context data associated with fraud risk assessment mayinclude risk information, such as a risk score or other indication ofpotentially fraudulent intent. The context data associated with theconnection channel may include the inbound ANI for the call, a toll-freenumber dialed by the caller to access the contact center, a connectionID assigned to the call, a date stamp, start and end time stamps of thecall, call duration, and an initiating endpoint (e.g., conventionalphone or computing device running VOIP) of the call. In addition, thecontext data associated with the connection channel may include whetherthe call was routed between human agents or IVRs, the specific IVRprograms used to service the call and/or the names of the human agentsto whom the caller was connected during the call. The context dataassociated with customer account identification may include one or moreaccount numbers that belong to the user identified for the call.

Event log generation unit 66 may be configured to correlate the callentry for the inbound call with other call entries in event log 64 for asame user identified for the inbound call. For example, event loggeneration unit 66 identifies the user associated with the inbound callbased on at least a portion of the data for the inbound call. Forexample, event log generation unit 66 may match at least one of the ANI,an account number, or other identifying information for the inbound callto one of customer profiles 62 to identify the user associated with thecall. Event log generation unit 66 then links the call entry for theinbound call to the other call entries for the same user in centralizedevent log 64. Customer profiles 62 may be generated based on customerbase information learned from CRM system 26. Customer profiles 62 mayidentify multiple different accounts, phone numbers (i.e., ANIs), orother touchpoints that resolve to the same user. In addition, customerprofiles 62 may include customer behavior and preferences with respectto authentication and accessing accounts via contact center 12. In someexamples, customer profiles 62 maintained by event log system 28 may beupdated based on changes to account access settings received fromcustomers via contact center control system 18.

More details with respect to the event log system may be found in U.S.patent application Ser. No. 15/905,318, filed Feb. 26, 2018, entitled“Centralized Event Log Generation and Analysis for Contact Centers,”,the entire content of which is incorporated herein by reference.

FIG. 4 is a conceptual diagram illustrating an example user interface 72used to present an interactive call history 74 provided by contactcenter control system 30 of FIG. 2, in accordance with the techniques ofthis disclosure. As described above with respect to FIG. 2, call historyunit 44 of contact center control system 30 is configured to generate acall history that includes one or more calls into contact center 12 thatare associated with an account of the customer. Contact center controlsystem 30 then sends data representative of the call history to a userdevice of the customer. In this way, based on review of the callhistory, the customer is able to self-monitor calls into contact center12 that access the customer's account, and notify the organization ifany of the calls appear suspicious or are unfamiliar.

In the example illustrated in FIG. 4, the data representative of thecall history represents user interface 72 used to present interactivecall history 74 on a display device 70 associated with the user device,e.g., one of user devices 16 from FIG. 1. In the illustrated example,interactive call history 74 includes entries 76A-76N (collectively,“entries 76”) for the calls into contact center 12 that are associatedwith an account of the customer. Entries 76 may represent the mostrecent calls associated with the accounts of the customer. For example,entries 76 may represent all the calls associated with the accounts ofthe customer that have been received by contact center 12 over the lastweek, month, or other specific time period. In other examples, entries76 may represent all the calls associated with the accounts of thecustomer that have not been previously reviewed by the customer.

In the illustrated example, each of the entries 76 within interactivecall history 74 includes the following data fields: date, time, ANI,account type, authentication method, and actions. The date field and thetime field indicate the date and time at which the inbound call wasreceived by contact center 12. The ANI field indicates the phone numberof the user device from which the inbound call originated. The ANI maybe automatically identified by call routing system 20 upon receipt ofthe inbound call. The account type field indicates whether the accountaccessed by the call was a checking, savings, brokerage, or otheraccount with the organization. In some examples, the account type fieldmay use customer specified names for the different accounts held by thecustomer with the organization to ease customer recognition.

The authentication method field indicates the method by which the callerwas authenticated or attempted to be authenticated. Some exampleauthentication methods include the last four digits of a customer'ssocial security number (SSN-4), the customer's mother's maiden name, thelast several transactions performed using at least one of the accountsof the customer, and a personal identification number (PIN). The actionsfield indicates a list of actions performed by either IVR systems 22 oragent desktop systems 24 to service the inbound call. The actions mayinclude authentication, retrieving customer account information,retrieving the last several transactions performed using a specificaccount, initiating a fund transfer, changing account settings,resetting a PIN or other security credentials, or the like.

Each of the entries 76 includes a respective one of report buttons77A-77N (collectively, “report buttons 77”). As can be seen in FIG. 4,report buttons 77 may take the form of check boxes or radio/togglebuttons. The customer may select one or more of report buttons 77 toindicate that the calls recorded in the respective call entries 76 aresuspicious or unfamiliar. The customer may then select the submit button78 also presented by user interface 72 to send a report of thesuspicious calls to either contact center control system 30 or directlyto a fraud prevention system of the organization. In some examples, oneor more of the data fields included in each of call entries 76 may belinked to the user interface used to receive changes to customer accountaccess settings 46 for the account of the customer. For example, withrespect to call entry 76A, the authentication method, i.e., SSN-4, maybe linked to the portion of the user interface used to receive thechanges to the enablement or disablement of the different authenticationmethods for the checking account of the customer. As another example,with respect to call entry 76N, the ANI may be linked to the portion ofthe user interface used to receive changes to lists of allowed andblocked phone numbers for the savings account of the customer.

FIG. 5 is a conceptual diagram illustrating an example user interface 82used to present account access settings provided by contact centercontrol system 30 of FIG. 2, in accordance with the techniques of thisdisclosure. As described above with respect to FIG. 2, contact centercontrol system 30 sends data representative of a user interface used topresent and receive the changes to customer account access settings 46for the account of the customer. In this way, based on review of thecall history, the customer is able to modify one or more of customeraccount access settings 46 to define restrictions on accessing theaccounts of the customer via contact center 12.

In the example illustrated in FIG. 5, the data representative of userinterface 82 is used to present and receive changes to customer accountaccess settings for a customer account on a display device 80 associatedwith the user device, e.g., one of user devices 16 from FIG. 1. In somecases, the customer may have several accounts with the organization. Inthose cases, user interface 82 presents a drop-down menu 84 forselecting one of the accounts for which to modify customer accountaccess settings 86. In some cases, the account drop-down menu 84 mayinclude account numbers or customer specified names for the differentaccounts held by the customer with the organization to ease customerrecognition.

For the selected customer account, e.g., the customer's checking accountin the example of FIG. 5, user interface 82 presents the currentcustomer account access settings and also provides interactive fields86A-86C with which the customer may modify the settings. As illustratedin FIG. 5, user interface 82 presents status indicator buttons 86A(e.g., enabled or disabled) for each of a plurality of different typesof authentication methods available to access the selected account ofthe customer via contact center 12. Each of the status indicator buttons86A may be a toggle or radio button that enables the customer to changethe status of the respective authentication method, e.g., from enabledto disabled or vice versa, by simply selecting the one of statusindicator buttons 86A. In the example of FIG. 5, the SSN-4authentication method has been disabled for the customer's checkingaccount such that no caller may gain access to the customer's checkingaccount via contact center 12 using SSN-4 to authenticate. For example,the customer may disable the SSN-4 authentication method afteridentifying several suspicious calls in the call history that wereaccessing the customer's checking account via contact center 12 usingSSN-4 to authenticate.

As further illustrated in FIG. 5, user interface 82 presents lists 86Bof incoming phone numbers including a white list of phone numbersapproved to access the customer's checking account, and a black list ofphone number blocked from accessing the customer's checking account.Each of the lists may be modified by the customer to add and/or removephone numbers. For calls entering contact center 12 from any of theapproved phone numbers on the white list, the calls may still need to beauthenticated using one of the enabled authentication methods in orderto gain access to the customer's checking account. For calls enteringcontact center 12 from any of the blocked phone numbers on the blacklist, the calls may be automatically dropped or redirected to a fraudprevention system of the organization. For example, the customer may adda phone number to the black list after identifying several calls in thecall history originating from an unfamiliar phone number that wereaccessing the customer's checking account via contact center 12.

As illustrated in FIG. 5, user interface 82 also presents a masterstatus button 86C or “master switch” that enables the customer to enableor disable all access 86C to the customer's checking account via contactcenter 12. In the example of FIG. 5, access to the customer's checkingaccount via contact center 12 is enabled, subject to the constraints ofthe other customer account access settings for the customer's checkingaccount.

Once the customer has made any desired changes to the customer accountaccess settings via user interface 82 for the selected customer account,the customer may select the submit button 88 also presented by userinterface 82 to save the changes to customer account access settings 46stored by contact center control system 30. In response to selectingsubmit button 88, contact center control system 30 may be configuredupdate the customer credentials stored in CRM system 26 for the givenaccount of the customer based on the changes to the customer accountaccess settings.

FIG. 6 is a flowchart illustrating an example operation of a computingdevice of a contact center control system providing an interactive callhistory and a user interface to customers, in accordance with thetechniques of this disclosure. The example operation of FIG. 6 isdescribed with respect to contact center control system 30 of FIG. 2 andcontact center 12 of FIG. 1.

Contact center control system 30 receives event log data for contactcenter 12 from event log system 28 (100). As described above withrespect to FIG. 3, event log data is collected for all calls intocontact center 12. The event log data includes context data associatedwith the origins of each of the calls into contact center 12 and calldata associated with actions performed during each of the calls intocontact center 12. In some examples, contact center control system 30may receive the event log data via API 40 for event log system 28.

Call history unit 44 of contact center control system 30 generates acall history for a given customer that includes one or more calls intocontact center 12 that are associated with an account of the customer(102). Call history unit 44 generates the call history based on theevent log data of the one or more calls that are associated with theaccount of the customer.

Control unit 38 of contact center control system 30 sends datarepresentative of the call history to a user device of the customer,e.g., one of user device 16 from FIG. 1 (104). For example, control unit38 may send a notification that includes the data representative of thecall history to the user device of the customer on a periodic basis,e.g., once per week, once per month, or the like. In some cases, thenotification may be in the form of an email, text, or othercommunication to the customer's user device. In other cases, thenotification may be embedded within an application, e.g., a mobilebanking application, running on the customer's user device 16A in theform of a push notification or an in-app reminder that appears uponopening the application.

The data representative of the call history may include accessinformation indicating how each of the one or more calls accessed theaccount of the customer via contact center 12. As described with respectto FIG. 4, the data representative of the call history may represent auser interface used to present an interactive call history in whichportions of the access information included in the interactive callhistory are linked to customer account access settings 46 for theaccount of the customer. In addition, as described with respect to FIG.4, the interactive call history may include a report button for each ofthe one or more calls for the customer to indicate whether a given callcomprises a potentially fraudulent access to the account of thecustomer.

In response to the data representative of the call history, control unit38 receives, from the user device of the customer, data representativeof changes to customer account access settings 46 that definerestrictions on accessing the account of the customer via contact center12 (106). For example, the received data may represent changes tocustomer account access settings 46 that either disable or enabledifferent authentication methods that may be used to access the accountof the customer via contact center 12. In another example, the receiveddata represents a change to customer account access settings 46 thatdisables all access to the account of the customer via contact center12.

In one scenario, in response to the data representative of the callhistory, control unit 38 may receive an indication from the user deviceof the customer that at least one of the calls included in the callhistory comprises a potentially fraudulent access to the account of thecustomer. For example, the indication may comprise selection of thereport button for one of the calls included in the interactive callhistory presented to the customer via the customer's user device. Inresponse to the indication of the potentially fraudulent access, controlunit 38 may report the indicated calls to a fraud prevention system ofthe organization.

In another scenario, in response to the data representative of the callhistory, control unit 38 may receive a request from the user device ofthe customer to review customer account access settings 46 for theaccount of the customer. In response to the request, control unit 38 maysend to the user device data representative of a user interface used topresent and receive the changes to customer account access settings 46for the account of the customer. One example of the user interface usedto present and change customer account access settings is described withrespect to FIG. 5.

In a further scenario, control unit 38 may receive from the user deviceof the customer a selection of a linked portion of the accessinformation included in the interactive call history presented to thecustomer via the customer's user device. In response to the selection ofthe linked portion of the access information, control unit 38 may sendto the user device data representative of the portion of the userinterface used to receive the changes to customer account accesssettings 46 associated with the linked portion of the accessinformation. For example, in response to receipt of a selection of anauthentication method used by one of the calls included in theinteractive call history to access the account of the customer viacontrol center 12, control unit 38 may send data representative of theportion of the user interface used to receive changes to the enablementor disablement of the different authentication methods for the accountof the customer.

Control unit 38 provides customer account access settings 46 for theaccount of the customer to one or more front-end systems within contactcenter 12 for use in determining whether to allow subsequent calls intocontact center 12 to access the account of the customer (108). Forexample, control unit 38 may receive a request to lookup customeraccount access settings 46 for the account of the customer from, e.g.,agent desktop systems 24 based on a subsequent call into contact center12 that is attempting to access the account of the customer, and providethe customer account access settings 46 to agent desktop systems 24 foruse in determining whether to allow the subsequent call to gain accessto the account of the customer. If the subsequent call is attempting togain access to the account of the customer using an authenticationmethod that has been disabled in customer account access settings 46 forthe account of the customer, then agent desktop systems 24 will deny theaccess attempt.

It is to be recognized that depending on the example, certain acts orevents of any of the techniques described herein can be performed in adifferent sequence, may be added, merged, or left out altogether (e.g.,not all described acts or events are necessary for the practice of thetechniques). Moreover, in certain examples, acts or events may beperformed concurrently, e.g., through multi-threaded processing,interrupt processing, or multiple processors, rather than sequentially.

In one or more examples, the functions described may be implemented inhardware, software, firmware, or any combination thereof. If implementedin software, the functions may be stored on or transmitted over acomputer-readable medium as one or more instructions or code, andexecuted by a hardware-based processing unit. Computer-readable mediamay include computer-readable storage media, which corresponds to atangible medium such as data storage media, or communication mediaincluding any medium that facilitates transfer of a computer programfrom one place to another, e.g., according to a communication protocol.In this manner, computer-readable media generally may correspond to (1)tangible computer-readable storage media which is non-transitory or (2)a communication medium such as a signal or carrier wave. Data storagemedia may be any available media that can be accessed by one or morecomputers or one or more processors to retrieve instructions, codeand/or data structures for implementation of the techniques described inthis disclosure. A computer program product may include acomputer-readable medium.

By way of example, and not limitation, such computer-readable storagemedia can comprise RAM, ROM, EEPROM, CD-ROM or other optical diskstorage, magnetic disk storage, or other magnetic storage devices, flashmemory, or any other medium that can be used to store desired programcode in the form of instructions or data structures and that can beaccessed by a computer. Also, any connection is properly termed acomputer-readable medium. For example, if instructions are transmittedfrom a website, server, or other remote source using a coaxial cable,fiber optic cable, twisted pair, digital subscriber line (DSL), orwireless technologies such as infrared, radio, and microwave, then thecoaxial cable, fiber optic cable, twisted pair, DSL, or wirelesstechnologies such as infrared, radio, and microwave are included in thedefinition of medium. It should be understood, however, thatcomputer-readable storage media and data storage media do not includeconnections, carrier waves, signals, or other transitory media, but areinstead directed to non-transitory, tangible storage media. Disk anddisc, as used herein, includes compact disc (CD), laser disc, opticaldisc, digital versatile disc (DVD), floppy disk and Blu-ray disc, wheredisks usually reproduce data magnetically, while discs reproduce dataoptically with lasers. Combinations of the above should also be includedwithin the scope of computer-readable media.

Instructions may be executed by one or more processors, such as one ormore digital signal processors (DSPs), general purpose microprocessors,application specific integrated circuits (ASICs), field programmablegate arrays (FPGAs), or other equivalent integrated or discrete logiccircuitry, as well as any combination of such components. Accordingly,the term “processor,” as used herein may refer to any of the foregoingstructures or any other structure suitable for implementation of thetechniques described herein. In addition, in some aspects, thefunctionality described herein may be provided within dedicated hardwareand/or software modules. Also, the techniques could be fully implementedin one or more circuits or logic elements.

The techniques of this disclosure may be implemented in a wide varietyof devices or apparatuses, including a wireless communication device orwireless handset, a microprocessor, an integrated circuit (IC) or a setof ICs (e.g., a chip set). Various components, modules, or units aredescribed in this disclosure to emphasize functional aspects of devicesconfigured to perform the disclosed techniques, but do not necessarilyrequire realization by different hardware units. Rather, as describedabove, various units may be combined in a hardware unit or provided by acollection of interoperative hardware units, including one or moreprocessors as described above, in conjunction with suitable softwareand/or firmware.

Various examples have been described. These and other examples arewithin the scope of the following claims.

What is claimed is:
 1. A computer-implemented method comprising:generating, by a computing system, a call history for a customer of anorganization, wherein the call history includes one or more calls into acontact center of the organization that are associated with an accountof the customer at the organization; sending, by the computing system,data representative of the call history to a user device of thecustomer; receiving, by the computing system and from the user device inresponse to the data representative of the call history, an indicationthat at least one of the calls included in the call history comprises apotentially fraudulent access to the account of the customer; and inresponse to the indication, reporting the at least one of the calls to afraud prevention system of the organization.
 2. The computer-implementedmethod of claim 1, wherein the data representative of the call historycomprises data representative of a user interface used to present aninteractive call history that includes, for each of the one or morecalls, access information indicating how the call accessed the accountof the customer via the contact center and a report button selectable bythe customer to indicate that the call comprises a potentiallyfraudulent access to the account of the customer.
 3. Thecomputer-implemented method of claim 2, wherein receiving the indicationthat at least one of the calls comprises a potentially fraudulent accessto the account of the customer comprises receiving, by the computingsystem and from the user device, a selection of the report buttonassociated with the at least one of the calls included in theinteractive call history.
 4. The computer-implemented method of claim 1,wherein the data representative of the call history comprises datarepresentative of a user interface used to present an interactive callhistory that includes access information indicating how each of the oneor more calls accessed the account of the customer via the contactcenter, wherein at least a portion of the access information included inthe interactive call history is linked to account access settings thatdefine restrictions on accessing the account of the customer via thecontact center.
 5. The computer-implemented method of claim 4, furthercomprising: receiving, by the computing system and from the user device,a selection of a linked portion of the access information included inthe interactive call history; and in response to the selection, sending,by the computing system and to the user device, data representative of auser interface used to receive changes to the account access settingsassociated with the linked portion of the access information.
 6. Thecomputer-implemented method of claim 1, further comprising: receiving,by the computing system and from the user device in response to the datarepresentative of the call history, a request to review account accesssettings that define restrictions on accessing the account of thecustomer via the contact center; and in response to the request,sending, by the computing system and to the user device, datarepresentative of a user interface used to present the account accesssettings and receive changes to the account access settings.
 7. Thecomputer-implemented method of claim 1, further comprising: receiving,by the computing system and from the user device in response to the datarepresentative of the call history, data representative of changes toaccount access settings that define restrictions on accessing theaccount of the customer via the contact center; and providing, by thecomputing system and to one or more front-end systems within the contactcenter, the account access settings for the account of the customer foruse in determining whether to allow subsequent calls into the contactcenter to access the account of the customer.
 8. Thecomputer-implemented method of claim 1, wherein sending the datarepresentative of the call history comprises sending a notification tothe user device on a periodic basis, wherein the notification includesthe data representative of the call history.
 9. The computer-implementedmethod of claim 1, further comprising receiving event log data for thecontact center, wherein the event log data includes context dataassociated with origins of each call into the contact center and calldata associated with actions performed during each call into the contactcenter, and wherein generating the call history comprises generating thecall history for the customer based on the event log data of the one ormore calls that are associated with the account of the customer.
 10. Acomputing system comprising: one or more storage units configured tostore a plurality of account access settings for a contact center of anorganization; and one or more processors in communication with thestorage units and configured to: generate a call history for a customerof the organization, wherein the call history includes one or more callsinto the contact center of the organization that are associated with anaccount of the customer at the organization; send data representative ofthe call history to a user device of the customer; receive, from theuser device in response to the data representative of the call history,an indication that at least one of the calls included in the callhistory comprises a potentially fraudulent access to the account of thecustomer; and in response to the indication, report the at least one ofthe calls to a fraud prevention system of the organization.
 11. Thecomputing system of claim 10, wherein the data representative of thecall history comprises data representative of a user interface used topresent an interactive call history that includes, for each of the oneor more calls, access information indicating how the call accessed theaccount of the customer via the contact center and a report buttonselectable by the customer to indicate that the call comprises apotentially fraudulent access to the account of the customer.
 12. Thecomputing system of claim 11, wherein, to receive the indication that atleast one of the calls comprises a potentially fraudulent access to theaccount of the customer, the one or more processors are configured toreceive, from the user device, a selection of the report buttonassociated with the at least one of the calls included in theinteractive call history.
 13. The computing system of claim 10, whereinthe data representative of the call history comprises datarepresentative of a user interface used to present an interactive callhistory that includes access information indicating how each of the oneor more calls accessed the account of the customer via the contactcenter, and wherein at least a portion of the access informationincluded in the interactive call history is linked to account accesssettings that define restrictions on accessing the account of thecustomer via the contact center.
 14. The computing system of claim 13,wherein the one or more processors are configured to: receive, from theuser device, a selection of a linked portion of the access informationincluded in the interactive call history; and in response to theselection, send, to the user device, data representative of a userinterface used to receive changes to the account access settingsassociated with the linked portion of the access information.
 15. Thecomputing system of claim 10, wherein the one or more processors areconfigured to: receive, from the user device in response to the datarepresentative of the call history, a request to review account accesssettings that define restrictions on accessing the account of thecustomer via the contact center; and in response to the request, send,to the user device, data representative of a user interface used topresent the account access settings and receive changes to the accountaccess settings.
 16. The computing system of claim 10, wherein the oneor more processors are configured to: receive, from the user device inresponse to the data representative of the call history, datarepresentative of changes to account access settings that definerestrictions on accessing the account of the customer via the contactcenter; and provide, to one or more front-end systems within the contactcenter, the account access settings for the account of the customer foruse in determining whether to allow subsequent calls into the contactcenter to access the account of the customer.
 17. The computing systemof claim 10, wherein, to send the data representative of the callhistory, the one or more processors are configured to send anotification to the user device on a periodic basis, wherein thenotification includes the data representative of the call history. 18.The computing system of claim 10, wherein the one or more processors areconfigured to: receive event log data for the contact center, whereinthe event log data includes context data associated with origins of eachcall into the contact center and call data associated with actionsperformed during each call into the contact center; and generate thecall history for the customer based on the event log data of the one ormore calls that are associated with the account of the customer.
 19. Anon-transitory computer readable medium including instructions that whenexecuted cause one or more processors to: generate, by a computingsystem, a call history for a customer of an organization, wherein thecall history includes one or more calls into a contact center of theorganization that are associated with an account of the customer at theorganization; send, by the computing system, data representative of thecall history to a user device of the customer; receive, by the computingsystem and from the user device in response to the data representativeof the call history, an indication that at least one of the callsincluded in the call history comprises a potentially fraudulent accessto the account of the customer; and in response to the indication,report the at least one of the calls to a fraud prevention system of theorganization.
 20. The non-transitory computer readable medium of claim19, wherein the data representative of the call history comprises datarepresentative of a user interface used to present an interactive callhistory that includes, for each of the one or more calls, accessinformation indicating how the call accessed the account of the customervia the contact center and a report button selectable by the customer toindicate that the call comprises a potentially fraudulent access to theaccount of the customer.